Impact Delivered.

Digital Media Case Study

A top global digital company

Client

A premier global digital media company that delivers one of the top five most visited sites on the Internet retained Morgan Samuels to fill its newly created Senior Vice President, Global Operations position. One of the company’s most critical hires, this extremely broad and influential role would be responsible for building and leading a global, centralized customer service and operations platform across all businesses. Though the client had been through extraordinary leadership, business and board turmoil over the past few years, it had recently come under new control and guidance, and was in a unique position to transform one of the most iconic brands and destinations on the Internet into an undisputed leading provider of highly relevant and engaging online experiences and content.

Considerations

The role required an operations executive who also had General Manager and P&L experience, had built organizations at global scale, and also had a world-class customer service background. Uniquely, operations was not viewed as simply a support function by the client, but as a primary driver of the business; the company had a strong appetite for change and would look to the team led by this new executive to set the standard for excellence. The successful candidate would have to create buy-in across the organization, and lead a global, cross-functional staff of approximately 1,200 spread over multiple locations supporting several hundred million users and several hundred thousand advertisers and publishers.

Our initial research and recruiting strategy encompassed both direct industry competitors and relevant best-in-class companies outside of the industry, such as financial services companies and top global consulting firms. Given the nature of the position, we sought executives globally. The placement came from one of the top consulting firms, where he led the Global Customer Experience service line, and built the Service Operations practice. Though he was not looking to make a transition, we encouraged him to meet the client’s C-level staff, after which he was persuaded to accept the position.

Impact

We successfully closed this search in only 66 days. Though the placement was originally hired to report to the COO, he is now reporting directly to the CEO. In addition, the client was so pleased with the caliber of candidates we presented, that they chose to hire an additional candidate as Senior Vice President, Business Operations and Strategy. Though Morgan Samuels had previously executed 15 engagements for the company, this was our first time working with the new leadership. Since completing this hire, we’ve since executed nine additional searches for this client, and continue to serve as the single source for their human capital needs.